AutoAttendant problem

[AskUsHow]

I have AutoAttendant answering after 2 rings. Callers can press 1 (goes to mailbox 9991) or press 2 (goes to mailbox 9992) or 0/timeout call group 71 (all extensions). If AutoAttendant is handling a call and a second call comes in, AA answers and plays message but goes to mailbox 9991 no matter what you press. I do notice that it plays "transferring your call" then immediately "transferring your call" a second time. Normally you hear one "transferring your call". I'm using Messaging v7 w/ 4port card.

 

[Telecomboy]

I would double check to make sure your extension ports are programmed correctly for the voicemail. It could be off by one so that one call gets answered properly, the next would get transferring call.

 

[AskUsHow]

AA is on extensions 27,28,29,30. I have the 4 CO lines assinged to AA answering after 2 rings. Everything works fine unless AA is handling a call and a second call comes in. That caller hears the initial AA message, but if they press '0' (99% of callers press '0' which rings group 71) behavior desribed in initial post happens. What are the symptoms of a bad 4port license card?

 

[TouchToneTommy]

Crazy thought, check the line assignments to Auto Attendant No. 2, 3, and 4.

 

[1043]

I think Telecomboy nailed it.
You need to first verify that ONLY the correct 4 ports are in 505 group 7.
What is you system lay out and which voicemail are you using.
Then I would put BLF buttons for the voicemail ports on a phone and monitor them whilst the system is answering calls.

 

[AskUsHow]

Extensions 27,28,29,30 are assigned to hunt group 7. I have a 5 slot cabinet with a brand new Partner R8 processor. To the left of processor is a new R7 Messaging module w/ 4port card. Then to left of that is a 308ec module. System has 5 CO plugged into process and 12 extensions (10-22). Does the order of the cards in cabinet make a difference? I've some cabinets the have the 308ec next to processor and Messaging on far left. I have the Messaging card connected to network and configured using software. AA is assigned the lines and it is answering. It is just as first post describes, it sometimes goes to voicemail rather then ringing call group 71 when you press 0. That is why it says "transferring call" twice. Once when you choose option 0 (ring 71) and again going to mailbox 9991.

 

[TouchToneTommy]

If a call is ringing in group 71, it can't take another one. Test with 2 cell phones, call on one, zero out, and while it is ringing in the group, call from the other one and again zero out. Then test again, but wait until the call in the group has been answered, and the 2nd one should complete normally.

Yes, your ports are correct, and yes, it does matter the order of the cards in the system. The ACS itself is 10 through 18, the count continues with the 1st slot, which is 19 through 26 (for an 8-extension card), leaving your Messaging slot 27 through 32 (Messaging is seen as a 6-port card). With a 4-port license card, that would enable 27/28/29/30

 

[AskUsHow]

Thank you you your response. I did not realize that a call group will only handle one call at a time. Is there another way to have the dial zero/timeout ring all the phones? This is a pharmacy with very high call volume. There are many occasions when multiple lines are ringing. People are upset if their call goes to voicemail when they are trying to reach a person.

 

[TouchToneTommy]

Send the calls to a single multiline extension, with an external bell attached. It can receive multiple calls, and the external bell will clue in the pharmacy folks that there is a call for them.

Give the pharmacy phones a Pickup-Ext. XX button for that multiline phone, and give them Intercom first, so they don't have to manually select Intercom to make the Pickup button work.

 

[pmcook]

I would add an ASA card. They're great. They basically answer and place a call on hold. Not expensive especially for all the grief the eliminate.

 

[AskUsHow]

Thanks for the suggestions. What I did was set up all four (4) AA with same message. AA 1 assigned line1 w/ timeout/0 going to call group 1 then AA 2 assigned line 2 w/ timeout/0 going to call group 2 and so on...... I put all extensions in each call group. If they add more lines I'll just spread them out across all four AA's.